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We're working in the finance space, banking, and our customers that we support are primarily banks and remittance services. We are a contact center providing services to other businesses, primarily by phone, but we're currently looking at diversifying the channels with omnichannel support such as chat, email, and social media.
Some of the best features with NICE CXone are the real-time visibility that you have, which empowers you to make adjustments on the fly, such as turning on and off your queues and adjusting how we route calls to our agents.
We can monitor their activity in real time and manage the traffic as needed, flexing up by increasing the number of ports to ensure that none of our calls are dropped or reskilling our agents based on choices made in our IVR.
The reporting isn't bad, but there are opportunities for improvement; we get real-time dashboards for monitoring, though for performance management, we have to procure certain reports manually by pulling down raw data from the system, which could be better.
The reporting isn't bad, but there are opportunities for improvement; we get real-time dashboards for monitoring, though for performance management, we have to procure certain reports manually by pulling down raw data from the system, which could be better.
Regarding the pricing, this would be an area of opportunity as well; this feedback is based on where we're positioned in the Caribbean. Compared to challengers such as Zoom, which seem more cost-effective, NICE CXone's suite of products is very modular, so as they provide new services, you have to add to your existing package and this balloons your costs since there's an additional license needed to use the new tools, leading to potentially higher out-of-pocket expenses.
We've had experience with this product since 2020.
The response time can vary depending on the resource you need; they have 24-hour support for basic issues, but if the issue is network-related or involves configuration, or maybe implementing a new tool, it might take north of 24 hours to identify the right resource to assist you.
On a scale of 1 to 10, I would rate their customer service or technical support about a six and a half.
Neutral
The solution I'm most familiar with is NICE CXone.
I really can't add any value about how it's influenced our customer journey just yet because we're just in the process of implementing that and have no data at this stage.
Overall, NICE CXone is not a bad product at all. There are some opportunities for improvement that could make NICE CXone a solid offering—it's a great tool that is very intuitive and doesn't give us much headache to use, but the support could improve. If they could address the issues I've mentioned, they would have a really nice product.
I rate NICE CXone a seven out of ten.
I used to work with Amazon Connect at a company where we had proof of concept labs that we offered to clients. My co-workers and I designed products to offer to clients, including integration with Salesforce or integration with Zendesk. These are the most demanded integrations that clients seek in contact center applications.
Additionally, we worked with the standard features that Amazon Connect has, such as the design and configuration of flows and IVRs, configuration of queues, and other essential functions that every contact center application should have.
The feature I find best about Amazon Connect, which is currently on trend, is the artificial intelligence. It helps us maintain continuity with the client. For instance, if a client calls for a ticket and calls again after three days, we can keep the same ticket or request to provide follow-up with the same agent or person. That is a valuable feature.
Another important capability I discovered is that, from a technical perspective, you can select the caller ID in such a way that if one of your direct numbers fails, you can select another one to proceed with the calls. The system is not dependent on one calling number.
In terms of improvements for Amazon Connect, it has numerous features that should be enhanced, and the price could be one of them. I consider that there are other applications that could accomplish the same tasks in an easier way, but the cost of the product is somewhat expensive.
I have been using Amazon Connect since one year ago.
Regarding the stability of Amazon Connect, in my case, the stability is 100%. At the moment, it remains at 100%. I have never experienced any issues regarding failover or any failure in the cloud. It is completely reliable.
The scalability of Amazon Connect is something that AWS always offers us. It is a native feature that AWS has because scalability is part of the nature of this product. Since it operates within AWS, all the applications can be scaled easily.
My impression of the support team from Amazon on a scale from one to 10 would be a seven. This rating is because globally, there are not enough engineers with sufficient experience with Amazon Connect. While it is not a new product, the people who provide support don't have enough experience in my consideration.
Positive
The initial setup and deployment of Amazon Connect are straightforward and super streamlined.
Amazon Connect is worth the money to have as a tool. It is one of the three most valuable contact center applications available nowadays.
Amazon Connect is not an easy tool to use for everyone. Based on my experience as a voice engineer without experience as a developer or relations with Python or C++, I consider that these new applications are more focused on developers. Every application or feature that clients request tends to be developed by developers because it integrates more coding and developer skills. For those more focused on voice protocols without coding experience, the learning curve is quite difficult.
A significant advantage is that you can download and work with a free tier with Amazon Connect. You can create products, new features, or proof of concepts for clients with this feature. This capability is not possible with Genesis, as you need to be a partner or have similar credentials.
I would recommend Amazon Connect to organizations seeking an easy application if they have engineers without extensive experience. For companies with a development team, they can work together effectively. If you have sufficient budget and want to invest in a robust application, this solution is ideal.
On a scale of 1-10, I rate Amazon Connect a 9 out of 10.
